Genesys Developer

Title: Genesys Developer

Location: Lansing, MI (Hybrid)

Description :

Our client is looking for a Genesys Developer to design of scalable, high-availability, and secure Genesys environments

Tasks

• Administration of core Genesys components: Config Server, Stat Server, Message Server, T-Server
• Managing applications, agents, tenants, and system-level objects
• Configuration of IWD positions, workbins, and workload types
• End-to-end routing design for IWD Work, Email, File Server Capture, and API-based interactions
• SLA-based prioritization, segmentation, and distribution logic
• Design and implementation of routing rules using the IWD Rules Engine
• Dynamic rules for prioritization, eligibility, assignment, and escalation
• Development of routing strategies using Genesys Composer or Architect
• Multi-channel workflow design (email, File Capture and work items)
• Configuration of file monitoring for ingestion of documents into work queues
• Automation of document classification and routing to appropriate agents or queues
• Integration of mailboxes via Microsoft Graph API for email ingestion
• Routing logic for inbound email based on headers, subject, or content rules
• Configuration and customization of Pulse dashboards and real-time KPIs
• Monitoring queue, agent, and system-level metrics
• Stat Server configuration and tuning for real-time performance
• Design of historical reports using Genesys InfoMart data structures
• Report creation, scheduling, and analysis using SAP BO
• Data analysis for performance, SLA adherence, and capacity planning
• System health monitoring, alerting, and performance tuning

Skills Required

• 3-5+ years - Overall Genesys administration/Genesys intelligent Workload Distribution (iWD) support experience
• 3-5+ years - Experience with Java - Used for building/maintaining routing strategies, APIs, and integration components in Genesys environment
• 3-5+ years - Experience with JavaScript - Used in web services, APIs, and Genesys Workspace customizations
• 3-5+ years - Experience with Oracle Database - Writing SQL queries, stored procedures, and analyzing configuration/reporting data from Genesys DBs
• Deep understanding of Genesys system architecture On-Prem
• Expertise in component interactions: Interaction Server, URS, Stat Server, Config Server, Message Server, etc.
• Experience in environment sizing, network design, and failover strategies
• Hands-on experience with Configuration Manager (CME) and Genesys Administrator Extension
• Experience with policy management and version control of rules
• Experience with skills-based routing, business rules, and conditional flows
• Experience with OAuth2 authentication, email parsing, and conversion to work items
• Strong understanding of Oracle DB Tables and schema design
• Writing complex SQL queries for reporting, data extraction, and troubleshooting
• Experience using Genesys logs, Pulse, ICON, and historical data for root cause analysis
• Bachelor's Degree (Please include on your resume).